Ashley Ludemann
Omaha,NE
Summary
Dynamic Card Services Manager at Fiserv with a proven track record in enhancing client satisfaction and streamlining operations. Adept at implementing cost-saving measures and fostering teamwork, I leverage strong organizational skills and adaptability to drive efficiency and achieve exceptional results in high-pressure environments.
Overview
18
18
years of professional experience
Work History
Card Services Manager
Fiserv
04.2023 - Current
- Managed a high-performing team of 23 card services representatives, ensuring consistent delivery of exceptional service to clients.
- Boosted client satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Identified opportunities for & assisted with building and implementing automations to increase efficiency and improve client satisfaction.
- Proved to be adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Implemented effective cost-saving measures while maintaining high-quality service standards.
- Established clear communication channels within the team, fostering a collaborative work environment that encouraged knowledge sharing.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Conducted regular performance evaluations for staff members, providing constructive feedback that inspired professional development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Mortgage Operations Manager
PenFed Credit Union
07.2019 - 11.2022
- Managed a team of mortgage underwriters, loan officers, loan processors and loan closers in Omaha NE, San Antonio TX, Puerto Rico & Guam.
- Maintained a strong understanding of relevant laws and regulations to ensure ongoing compliance within the mortgage department.
- Spearheaded process improvements initiatives, resulting in reduced processing times for loan applications without sacrificing quality or accuracy.
- Assisted with new system implementation including planning, testing and training.
- Conducted regular audits of mortgage files, safeguarding against errors or discrepancies that could lead to financial loss or legal issues.
- Developed training programs for new hires, fostering a collaborative environment and promoting professional growth.
- Implemented risk management practices, minimizing potential losses due to non-compliant loans.
- Provided exceptional customer service during all stages of the loan process, from initial inquiry through closing documentation review.
- Collaborated with cross-functional teams to develop strategies for improving overall efficiency in the mortgage department.
- Streamlined mortgage operations by implementing efficient processes and reducing redundancies.
- Oversaw daily operations, prioritizing tasks to ensure timely completion of work objectives.
- Complied with established internal controls and policies.
- Demonstrated adaptability when faced with challenging situations requiring creative solutions or modifications to standard procedures.
Mortgage Operations Assistant Manager
PenFed Credit Union
10.2015 - 07.2019
- Managed a team of loan processors, loan officers & loan closers in Omaha NE & Alexandria VA.
- Assisted operations manager with planning of routine operations and special projects.
- Supported daily operations by organizing office spaces for maximum functionality and ease of use.
- Collaborated with other departments to foster smooth operation of daily processes.
- Contributed to development of operational procedures to improve efficiency and accuracy.
- Provided hands-on training to new hires, ensuring they were well-equipped to perform their roles successfully from day one.
- Improved team morale and motivation by organizing regular feedback sessions and recognizing outstanding performances.
- Assisted in recruitment process, organizing interviews, and onboarding new staff to accelerate their integration into team.
Mortgage Operations Supervisor
PenFed Credit Union
12.2012 - 10.2015
Mortgage Processor
PenFed Credit Union
08.2011 - 12.2012
Real Estate Collections Specialist
PenFed Credit Union
02.2010 - 08.2011
Senior Delinquency Control Specialist
PenFed Credit Union
02.2009 - 02.2010
Delinquency Control Specialist
PenFed Credit Union
03.2008 - 02.2009
Member Services Representative
PenFed Credit Union
02.2007 - 03.2008
Education
Bachelor of Arts - Management
Bellevue University
Bellevue, NESkills
- Time management
- Attention to detail
- Reliability
- Organizational skills
- Adaptability and flexibility
- Detail-oriented
- Self motivation
- Analytical thinking
- Quick Learner Abilities
- Problem-solving abilities
- Multitasking
- Teamwork and collaboration
Timeline
Card Services Manager
Fiserv
04.2023 - Current
Mortgage Operations Manager
PenFed Credit Union
07.2019 - 11.2022
Mortgage Operations Assistant Manager
PenFed Credit Union
10.2015 - 07.2019
Mortgage Operations Supervisor
PenFed Credit Union
12.2012 - 10.2015
Mortgage Processor
PenFed Credit Union
08.2011 - 12.2012
Real Estate Collections Specialist
PenFed Credit Union
02.2010 - 08.2011
Senior Delinquency Control Specialist
PenFed Credit Union
02.2009 - 02.2010
Delinquency Control Specialist
PenFed Credit Union
03.2008 - 02.2009
Member Services Representative
PenFed Credit Union
02.2007 - 03.2008
Bachelor of Arts - Management
Bellevue University
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